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Fraud Operations Manager

Klook

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Accounting & Finance, Operations

Multiple locations

Posted on Monday, October 2, 2023

About Klook

Klook is the go-to travel and leisure e-commerce platform for experiences and services anytime, anywhere. Founded in Hong Kong in 2014 out of passion for discovery, our purpose today is to inspire and enable more moments of JOY. Even when the COVID-19 pandemic hit, we held on to our conviction and successfully unlocked the domestic travel business. To date, we are already offering over 490,000 activities in over 1,000 destinations. With cross-border travel resuming, we have made it our mission to reshape the world of travel. Isn’t this exciting?!

It certainly is for our international community of over 1,200 employees, based in over 20 locations globally! Joymakers at heart, Klookers are not only curating joyful experiences for others, but also co-creating our world of joy in the Klookiverse. We are on a journey to foster a strong company culture that supports a high-performing and successful business, and we are guided by our core beliefs - Push boundaries, Ask for and give feedback, Take ownership, and Help each other - in everything we do. We are excited about building and realizing endless possibilities in the new era of travel. Care to be a part of this revolution?

As a Fraud Operations Manager, you will play a critical role in safeguarding our online business from various forms of fraud and financial risks. You will be responsible for developing and implementing risk mitigation strategies, overseeing day-to-day risk operations, and ensuring the security and integrity of our operations.

Key Responsibilities:

Risk Assessment and Strategy: Develop and refine risk assessment strategies to identify and evaluate potential risks associated with online transactions and operations. Collaborate with cross-functional teams to establish risk thresholds and guidelines.

Transaction Monitoring: Oversee the real-time monitoring of transactions for suspicious activities, including chargebacks, fraudulent orders, and payment disputes. Implement tools and systems for early detection of potential risks.

Fraud Prevention: Create and maintain fraud prevention programs and protocols, including fraud detection algorithms, user authentication processes, and order verification procedures.

Data Analysis: Utilize data analytics and reporting tools to track key performance indicators (KPIs) related to risk management. Analyze trends, patterns, and anomalies to identify potential risks and opportunities for improvement.

Team Leadership: Manage and lead a team of risk analysts and investigators. Provide guidance, training, and mentorship to ensure the team is equipped to handle risk-related challenges effectively.

Incident Response: Develop and maintain incident response plans to address security breaches or fraudulent activities swiftly. Coordinate with legal and security teams when necessary.

Policy and Procedure Development: Develop, document, and update risk management policies, procedures, and guidelines to ensure compliance with industry standards and regulations.

Vendor Management: Collaborate with third-party vendors and service providers to implement fraud prevention tools and services. Evaluate vendor performance regularly.

Continuous Improvement: Identify areas for process improvement and automation within the risk operations function. Implement best practices to enhance efficiency and effectiveness.

Reporting and Communication: Prepare and present regular reports on risk management activities to senior management and stakeholders. Communicate risk-related issues and recommendations clearly and concisely.

Qualifications:

Bachelor's degree in Business, Finance, or a related field (Master's degree preferred).
Proven experience in ecommerce risk management, fraud prevention, or related roles.
Strong analytical skills with the ability to interpret complex data sets.
Familiarity with risk management software, tools, and technologies.
Excellent leadership and team management abilities.
Knowledge of ecommerce platforms, payment processing, and industry best practices.
Strong communication and interpersonal skills.
Detail-oriented and able to work in a fast-paced environment.
Certification in risk management or fraud prevention (e.g., Certified Fraud Examiner) is a plus.

Join our team as a Risk Operations Manager and help us ensure the security and success of our online business. Apply today to be part of our dynamic and innovative organization.

Klook is proud to be an equal opportunity employer. We hire talented and passionate people of all backgrounds. We believe that a joyful workplace is an inclusive workplace, one where employees from all walks of life have an equal opportunity to thrive. We’re dedicated to creating a welcoming and supportive culture where everyone belongs.

Klook does not accept unsolicited resumes from any temporary staffing agency, placement service or professional recruiter (“Agency”). Klook will not be responsible for, and will not pay, any fees, commissions or other payments related to such unsolicited resumes.

An Agency must obtain advance written approval from Klook’s Talent Acquisition Team to submit resumes, and then only in conjunction with a valid fully-executed agreement for service and in response to a specific job opening for which the Agency has been requested to submit resumes for. Klook will not be responsible for, and will not pay, any fees, commissions or other payments to any Agency that does not have such agreement in place or does not comply with the foregoing.

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